Having Incident tickets create Outlook calendar events

[Lee Kraus2]

I'm trying to get Incidents to create calendar events similar to when Change Request tickets have the planned start and end time fields filled in. 

On our Incident form, I have a field "Scheduled follow up" that when true, makes the "Follow up" and "Actual Follow up Date" fields visible. Both are Date/Time fields so I should be good on the set up so far. 

What I've done so far is copy the Notification and Email Template that is used when the Change Request is generated and copied it over to a new Notification template (changed all the appropriate fields to Incident from Change) as well as the Email Template (also changed all Change to Incident) yet I get errors on Outlook when doing this. It creates a tentative event, but I can't actually open the email that would have the event to actually accept it. I get this error when trying:

Is this because the notification was generated on our Dev instance and this is a failsafe against using the Dev instance for production purposes, or am I not putting something in correctly? Other test notifications work just fine, including the Change notifications that generate the calendar event, which is why I'm stumped. 

What I have for the Notification and the Email Template are attached as files below. 

Thank you for your help!

[Lee Kraus2]

I have also looked into the Import Export Maps table and under icalendar.incident, it looks like I'll need a value for ${dtend}, which I just want to make 15 minutes after the value for ${dtstart}. How would I script this when creating the Field Map for dtend? 

[Alec Hoke]

I know this is a long shot but is there any chance you found a resolution to this issue? I'm having the same problem now with calendar invites and have been unable to find anything. 

[Lee Kraus2]

Sadly my boss stopped my work on this one so I never did try to follow up and keep digging for a solution. I wish I could help

[Riya Verma]

Hi @Lee Kraus2 ,

Hope you are doing great.

To troubleshoot this issue, I would recommend considering the following aspects:

1.  Ensure that your ServiceNow instance is correctly configured to send emails, and that the email properties are properly set up, including the SMTP server details and credentials.

2. Check the notification settings: Review the copied Notification template and ensure that all relevant fields and variables have been correctly modified to reflect the Incident context. Verify that the event-related details, such as title, start time, and end time, are properly mapped from the Incident record.

3. Validate the email template: Similarly, double-check the Email Template that you copied and modified for Incidents. Confirm that all references to Change Request-related information have been replaced with the appropriate Incident-related details. Ensure that the event invitation is properly formatted and compatible with Outlook.

4. Test with a different email client: Try using a different email client (other than Outlook) to see if the issue persists. This will help identify if the problem lies specifically with Outlook compatibility or if it's a broader configuration issue.